Old Mutual - Two Pot

I have app**** for a withdrawal from the Old Mutual Two-Pot Retirement Fund and have been left highly frustrated and dissatisfied with the entire process. Despite completing the application, I was called a week later to advise that Old Mutual cannot accept the Banking Details I provided for the payout [despite the bank being chosen from the options available]. The new banking details were immediately submitted. Upon my numerous calls regarding feedback on the status of the application the Agents could not provide any feedback.

A month later and still no communication regarding the status of the application and the Call Centre Agents provides different updates each and every time I call. To make matters worse, there’s a complete lack of communication. Numerous attempts to follow up on the status of the application, yet no one seems able to provide any clear answers. It's disappointing that such a large institution cannot streamline its processes or provide the level of service expected in these situations.

After my numerous calls and requests for updates, Old Mutual calls the Bank to verify Banking Details despite them initially advising me that the Banking Details are unacceptable. I tried processing the withdrawal yet again today and received a Whatsapp message advising that I have already withdrawn from this investment in this tax year. Currently you can withdraw only once a year. Yet I have not received any pay-out nor a proper status of my application.

This is extremely frustrating and seems that Old Mutual is not understanding the urgency nor the importance of these claims.